Frequently Asked Questions


Shipping & Delivery (Online and Direct Sales)

  1. Do you offer international shipping?

We offer shipping services to all European countries. For shipments outside the European Union (EU), please contact your account manager for detailed information.

  1. Do you offer next day delivery?

Yes, orders placed in the UK before 3:30PM UK time will typically be delivered the next day for UK mainland postcodes. For Europe, orders are not guaranteed next day as shipping and collections times will vary.

  1. How much is delivery?

Shipping rates vary depending on your location, selected service and items ordered. If using our online procurement service, when you proceed to check out you will see all available shipping options for to select from. If you order directly with your account manager then they will add shipping to your estimate. If you have any specialist requirements then please just advise them.

  1. My order is delayed, what should I do?

If your delivery address is within the UK and you have not received your order within 48 hours, please contact a member of our team. For delivery addresses outside the UK, if your order has not arrived within 7 days, please contact a member of our team.

  1. Can I track my order?

Yes, once your order has been collected from our warehouse by the courier you will receive a confirmation email containing your tracking number. With this number and the delivery address postcode, you will be able to track the status of your order on the DPD website using the tracking details provided.

If another courier is used, we will provide you with alternative instructions to track your order.


Returns & Order Changes (Online and Direct Sales)

  1. What is your return policy, and can I return/exchange my order?

Our return policy is based on your specific circumstances. For further details or enquiries, please reach out to your account manager.

  1. Is it possible to make changes to my order after it has been placed?

If you need to make a change to your order, please contact your account manager or a member of our Partner Team on to request this change. Please note however that, due to our fast turnarounds, it may not be possible to make your amendment.


Product sourcing:

  1. Can you source items not on your website?

We will always try our best to supply you with the products you need. If you cannot find what you are looking for on our website, please contact us on +44 (0) 1291 437 567, +31 (0) 35 799 2290, or


Contact information:

  1. How can I contact

You can reach our team by phone at +44 (0) 1291 437 567 or +31 (0) 35 799 2290, send us an email at, or initiate a chat with us online using our chat box in the lower right-hand corner of the website. If we are not currently available online, feel free to send us an offline message via the chat box too, and we will respond to you as promptly as possible.

You can also submit an enquiry via our online contact form, just follow the link provided to find this.


Online Procurement Portal Access & Support:

Account Management

  1. How do I access the procurement portal?

Click the user icon in the top right-hand corner of our website to go to our login page. Here you can input your user email address and password to access the procurement portal. If you don’t yet have login details, to sign up please complete the registration page linked here.

  1. Who can add users to the portal and set their role permissions?

Currently, to add new users to your account, the quickest way to achieve this is to request it directly through your account manager. Alternatively you can email In your request please include the new user’s information and permissions.

  1. What can I do with my online partner account?

Your online partner account provides you with the capability to log in, discover, and purchase the solution you require at your designated partner pricing. Additionally, you can access your order history, download invoices and statements, view and place orders based on your quotes, and much more.



  1. What payment methods are accepted online?

We accept all major credit cards, and our payment service is securely managed by Adyen. If you have a credit account with, you can also make payments via purchase orders (PO) within your agreed credit limit through your online partner account.

  1. Do you support PayPal payments?

No, we do not accept PayPal as a payment method.



  1. What if I don’t have purchasing permissions?

If you don’t have purchasing permissions, you can still view correct pricing. For example, sales reps can use the portal to access latest pricing.

  1. Can I access my order history on the portal?

Yes, you can view your estimate, order, and invoice histories, and download related documentation.

  1. How can I track my online orders?

You can track your online orders on the portal, including their status (e.g., shipped, completed).

  1. How is pricing determined for products on the portal?

Pricing is based on your partner account and associated vendor price levels. You will see partner-level pricing for vendors you are approved for. Vendors you are not a partner for will be displayed at MSRP. Please note, you will not be able to purchase items from vendors which you do not have approved pricing for.